Advanced Mechanical Corp.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.We are truly sorry about your unfavorable experience with the [redacted] program and assure you that we have asked the appropriate management to address what occurred.  However, we provided advance notification prior to the June 23, 2016 scheduled effective date of this policy of the premium impact if you did not elect to participate in this program and your premium was adjusted accordingly.As a valued customer, we appreciate you choosing us as your insurer and we want you to have the lowest premium possible.  However, please understand that we are unable to apply a discount if you are not eligible. Our customers may qualify for additional discounts over time.  For example, you and Ms. [redacted] are eligible for a discount if you both complete a state-approved Defensive Driving Course (online courses are accepted if approved by the state) which would result in an $80 annual premium savings once we are verbally notified of the completion.  The pro-rated credit would depend on the completion date.  This discount is valid for three policy terms with your continued incident-free driving record.  The savings amount may vary each year since it is calculated as a percentage of premium. Mr. [redacted], I am sorry that your experience has caused you to consider looking for another insurance carrier.  I hope you reconsider.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you. Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Dear Ms. [redacted],This is in response to your correspondence received through the Revdex.com on October 29, 2016 regarding your auto policy. I appreciate the opportunity to respond. I regret that we are unable to provide the credit you requested for our RightTrack discount. To provide a...

little background, at the policy inception you signed the RightTrack terms and conditions which state:By electing to enroll your vehicle into RightTrack, your policy premium will reflect a RightTrack vehicle enrollment discount. You understand your enrollment discount will continue with the vehicle until either a) replaced by a final discount, if any, at the conclusion of the Review Period, b) you choose to decline these terms and conditions, fail to indicate your consent within 15 days of enrollment or do not install the device within 30 days of receiving it or c) you choose to terminate your enrollment in RightTrack prior to the conclusion of the Review Period.Since you elected not to install the device, the discount was removed as you did not satisfy the terms outlined in the signed agreement.Regarding your reference to the twelve month rate guarantee, this means that your policy rates will not change due to midyear overall rate revisions, accidents or tickets prior to your next renewal. It does not mean that customer initiated policy changes or other factors, such as not complying with eligibility requirements for a previously applied discount, would not result in a change to the policy.Your policy renewed September 2, 2016 with an annual premium of $2,832. We received two Electronic Funds Transfer (EFT) payments and the balance was reduced to $2,356.66.Following your November 7, 2016 conversation with one of our representatives, multiple coverage changes were made at your request. These changes included reducing the liability, uninsured and underinsured limits along with removing the personal injury protection coverage which resulted in a pro-rated premium credit of $575. You annual premium was revised to $2,147 and balance was adjusted to $1,781.66. Please refer to the Declarations issued to you, which is a summary of the policy coverage, for further details regarding the changes. Your EFT payments starting December 1, 2016 will be $180.17 ($1,781.66 divided by ten plus $2 installment fee with the final payment adjusted a few cents). Finally, if you have not already done so, please remember to sign and return the Personal Injury Rejection form and Uninsured/Underinsured Motorists Coverage form no later than November 17, 2016. We hope to prevent any future misunderstandings regarding the policy price and therefore are reminding you that these forms are required. The coverage will revert to the original limits and your premium will increase accordingly if the forms are not returned.Ms. [redacted], thank you for reaching out. While I am unable to provide the outcome you had hoped for, please know that we appreciate having you as a customer and encourage you to contact us if you have any questions regarding your policy. Representatives are available at [redacted] seven days a week. If you have additional questions or concerns please also feel free to contact me directly. I will be more than happy to assist.Thank you for being a Liberty Mutual customer!Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitTele: [redacted]Fax: [redacted]

Dear Mrs. [redacted], This is in response to your February 6, 2015 correspondence to the Revdex.com regarding an automobile policy quote received and the homeowner policy you initiated.  I appreciate the opportunity to respond to your concerns.You indicate a concern...

with an automobile policy quote you received.  The premium quoted is an estimate based on the information you provided on the date prepared.  Quotes may change based on additional information obtained during the purchase process, various consumer reports and other information that is obtained, as permitted by law.  A quote is not a contract or a binder of coverage.Our records reflect you did not elect to purchase the automobile policy at the final premium quoted.  However, the homeowner policy was implemented on December 15, 2014 to be effective December 18, 2014.  The application signed by you on December 15, 2014 confirms this policy was initiated at your request and both you and Mr. [redacted] were listed as named insured per your instructions. On the date your policy was scheduled to be implemented, you indicated you no longer wished to purchase the policy. This policy was therefore cancelled effective the December 18, 2014 scheduled inception date.  Since this policy was never active, there was no premium due.We issued a notification to your mortgagee on the same day that this policy had cancelled, confirming this policy was no longer in force.  However, three weeks later, on January 9,2015 we received a $989 premium payment from your mortgagee.   Since no premium was owed, a refund check issued to both you and Mr. [redacted] the same day to the home address you provided.  January 27, 2015 You spoke with our customer service department and indicated you had not received the refund check.  We verified the address was correct.  You requested that wereissue the check only in your name.  We explained that the check must be issued to both named insured.  You then requested that we mail the check only to you.  We explained that it must be mailed to both named insured.  We are unable to exclude a named insured from receiving a premium payment refund.In addition, you explained that Mr. [redacted]’s mail was being forwarded to an alternate address,  which explained the delay in receipt of the refund.January 29, 2015 At your request, we issued a stop payment on the initial check issued and reissued the refund check.February 9, 2015 Our customer service department spoke with you and issued a stop payment of the second refund check at your request.  We intended to process an Automated Clearing House (ACH) transaction to deposit the funds directly into your bank account. However, we did not receive verification that the account belonged to both named insured and therefore could not process this transaction.February 11, 2015 I spoke with you regarding your request for further escalation.  An offer was extended to issue the refund directly to your mortgagee due to the issue with your forwarded mail.  However, you declined.  We also discussed your request to have the refund check sent overnight mail.  I explained how our refund process is automated. Checks issue from our distribution center by regular mail and allowing this process to occur is typically more efficient than manually diverting the check for distribution to another office with the capability of issuing the check by overnight mail.  However, at your request, I confirmed we will overnight the check once the stop payment clears and the check is redirected from our processing center to the appropriate department.  You confirmed the address we have on file is correct.We have spoken with you on multiple occasions and set the appropriate expectations regarding the timeframe of the refund.  We did not anticipate receiving a payment from your mortgagee when we never issued a bill and also notified them of the cancellation.  In addition, we could not anticipate that your mail was being forwarded.Your refund delay was not attributable to any Liberty Mutual error.  While we appreciate your concern, we have presented every alternative available to assist you with reissuance ofyour refund; however, are unable to make an exception that would involve excluding a named insured.Mrs. [redacted], if you have additional questions, please feel free to contact me and I will be happy to assist you.Sincerely,[redacted]Lead Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution Operationsphone: [redacted] fax: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.  I would very much like to resolve this issue but as it stands Liberty Mutual has not agreed to reimburse me for any of my out of pocket costs despite the fact that their driver was at fault. They have not asked how much I spent on this matter or even given me a call or direct email trying to agree to a fair monetary agreement regarding the damages caused by their driver. I would like someone to reach out to me directly & I would like to be paid back for the losses I have sustained regarding this case.I would like whomever is handling this matter to call or email me so we can get this taken care of quickly, efficiently, and fairly. I do not feel as though I am asking anything unfair or out of line as their driver was at fault, 100% at fault according to the police officer on the scene, and 70% at fault according to them - WHICH SEEMS ODD THAT THEY ARE CLAIMING ONLY 70% OF THE FAULT BEING THAT THEIR DRIVER MADE AN ILLEGAL LANE CHANGE IN A [redacted] SIZED DELIVERY TRUCK. WHEN SOMEONE IS INCA 7500 LB DEATH MACHINE THEY SHOULD BE 100x AS CAREFUL AS ALL OF THR OTHER DRIVERS IN THE ROAD. My car was absolutely managed from top to bottom where he smashed into it. Again, please call me or email me directly so we can handle this issue and finally put it to bed after almost 7 months.
Regards,
[redacted]

Dear Ms. [redacted],   This is in response to your correspondence received through the Revdex.com on August 11, 2016 regarding your policies. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.   I regret that you were previously advised that...

the final payments would be deducted from your checking account.  Once a policy is cancelled, we are unable to continue the Electronic Funds Transfer (EFT) payments.  I asked the appropriate management to address what occurred as we expect all our representatives to communicate clearly to our customers and set appropriate expectations.   As a courtesy, I removed the two $5 billing fees from your policies. You will receive two refund checks of $5 for each policy.  Please allow two weeks for delivery.   Ms. [redacted], again, we are sorry to have lost you as a customer. We appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors. If you have further questions or concerns, please contact me directly.  I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [redacted]
Fax: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[My home address is [redacted] and Ive always had a mailing address [redacted] (which is located as you enter my community) . Ive proved that to my insurance company on multiple occasions. My daughter borrowed the car to go see her friends in [redacted] the day of the accident hence didn't drive it frequently! The damages after the accident [redacted] didn't cover at all I paid out of pocket yet they raised my premium and added my daughter to the policy then renewed my policy for the next full year! Which makes no sense since they didn't give us any financial compensation for the [redacted] and it had full coverage! I might not understand how insurance  works in detail  but I know when a car has full coverage insurance all physical damage to the property should be covered by insurance! Yet they took no responsibility to do so and then on top of that they change my address without any knowledge to me and charge me a ton of money for something I was unaware of its not fair. I would like [redacted] to backdate my policy and adjust my policy to what it should be with my address! [redacted] should have took responsibility to fix my [redacted]! Yet they don't give anything just take from people and its not fair!
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your January 19, 2015 correspondence to the Revdex.com regarding your automobile policy.
Our records indicate that I previously responded to your concerns. A copy of my August 25, 2014 response is enclosed for your review.
Ms....

[redacted], please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [redacted]
Enclosure

RE:     [redacted]
          [redacted]
          [redacted]...

[redacted]                                    Dear Ms. [redacted],  This is in response to the December 9, 2015 correspondence to the Revdex.com. I have been asked to respond and I appreciate the opportunity.    I see that you have some questions about your most current policy price, which I am happy to address for you. Please accept my apology your questions were not answered during your previous conversations with our service representatives.  At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. In addition there are discounts on your auto policy that decrease slightly each year---the Early Shopper, New Move and New to Liberty Mutual discounts. Although your policy may be eligible for these discounts for several years, the amount of the discounts decreases each year as the policy ages. Prior to your June 2, 2014 accident this policy qualified for our Accident Forgiveness program due to your prior incident-free record. As a result, your June 2, 2014 accident was forgiven.  However, as mentioned previously, there are multiple other factors considered when determining your policy price.  Like your auto policy, there are some discounts that decrease over time on your homeowner policy.   The Early Shopper, New Roof, New Home and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.   In addition, the dwelling coverage increased upon renewal. In 2014, you carried $222,800 in dwelling coverage which was increased to $226,100 due to the optional Inflation Protection endorsement that is included on your policy. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement. Following the December 1, 2015 review of your homeowner policy the dwelling coverage on the renewal was reduced to $210,000 per your request. The July 25, 2013 claim is not currently impacting your homeowner premium.  If a claim is filed, it may not immediately be a factor in your premium while investigated and settled.  Ms. [redacted], I thank you again for reaching out with your questions and comments about your new policy price.  As a valued customer, I hope that I have answered all of your questions today. If not, please feel free to contact me directly at ([redacted] or by email at [redacted] and I will be more than happy to assist you. Sincerely, [redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations[redacted]

[redacted],Thank you for helping with this matter you have no idea how much it means to me that this was done.
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Per the response's statement, I have a new policy that replaces the original cancelled policy.  If for any reason that policy is similarly cancelled without opportunity forremediation, I will open a new Revdex.com complaint.
Regards,
[redacted]

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. The company denies that we contacted them about discontinuing the policy due to the fact that they could not insure an empty building. We have records of having done that. The company has a tendency of denying what their customer service agents have done or said before and a lot of time all they do is apologize even after the damage has been done. We categorically requested cancellation of the policy IF Liberty Mutual does not insure unoccupied dwellings. It would make no sense on our part to have insurance that would not cover our home if something happens. I wonder why the company is denying that. [redacted] called to request reinstatement of the policy after another customer service rep. had informed her that the company could insure the empty house and when I insisted on knowing what would be covered, the rep recanted by telling us that the house would not be fully insured and she was very dubious as to what would be covered, and she even suggested to us what other companies out there could insure empty dwellings. And so we still insisted that we were not interested in the policy. All in all I don't understand why the company is insisting on being paid for a policy that did not and would not serve our purpose. The question is does Liberty Mutual service policies of unoccupied dwellings and if so on what conditions. If they answer this question then we would agree with what they are saying, and if not their demand for us to pay an nonexistent policy does not make sense and all they threaten is to taka the bill for collection.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 and I'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work however I did speak with Ms [redacted] but unfortunately she was no help to me at all infact she has told me that basically I was a nusent and to stop calling so much and that I could only speak with [redacted] or [redacted] about my case so I would rather not speak with her anymore she never took my situation into consideration   so this situation is still not resolved I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 anI'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work however I did speak with Ms [redacted] but unfortunately she was no help to me at all infact she has told me that basically I was a nusent and to stop calling so much and that I could only speak with [redacted] or [redacted] about my case so I would rather not speak with her anymore she never took my situation into consideration   so this situation is still not resolvedhave been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 and I'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work I was never informed to contact Ms [redacted] I have no clue who she is nor do I know how to contact her so this situation is still not resolved

RE: Personal Automobile Policy: [redacted]
      LM-[redacted]/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your July 6, 2015 correspondence to the Revdex.com regarding the above referenced policy. It...

was a pleasure speaking with you today and I appreciate the opportunity to respond to your concerns. I regret the circumstances that prompted your correspondence.
This policy initiated effective January 6, 2015 and cancelled effective February 25, 2015 for non-payment of premium.
After cancellation, a $932 bill was issued March 3, 2015 due March 23, 2015 reflecting premium due for coverage provided through the February 25, 2015 cancellation date. No payment was remitted and the $932 balance was referred to collections April 13, 2015.
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
However, you contacted our customer service department June 8, 2015 and upon review of the documentation you provided to Liberty Mutual Insurance, this policy was cancelled retroactive to the January 6, 2015 policy inception date. The balance due was adjusted to zero and C.C.S. was notified of the adjustment. There was no adverse credit reporting as a result of the previous collection activity.
Mr. [redacted], if you have further questions or concerns, please contact me directly and I will be happy to assist you.
Sincerely,

[redacted] Customer Care Specialist- Customer Care Unit
Personal Insurance Distribution Operations

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your May 6, 2016 correspondence to the Revdex.com. I am truly sorry your experience has been unfavorable and appreciate the opportunity to respond.  My hope is to provide the clarity you are looking for.First, I would like to provide a little...

background.  This policy was created on July 11, 2015 with an annual premium of $1,391.50 which included the $3.50 California Fraud Assessment Recoupment Surcharge.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $115.67 ($1,391.50 divided by twelve) scheduled to pay your premium in full. With EFT, payment in arrears is permitted. Although your policy was effective on July 11, 2015, the first payment was not scheduled until August 3, 2015.  In addition, there were several changes to your policy that impacted your payment amount due.We received a $119.17 ($115.67 payment + $3.50 surcharge) EFT payment on August 3, 2015.   A $115.67 payment was received on September 1, 2015 and your balance was adjusted to $1,156.66. Effective September 10, 2015 we removed the 2007 [redacted] and added a 2007 [redacted].  This resulted in an annual premium revision from $1,391.50 to $1,346.50 and a credit of $37.49 applied to the policy balance for an adjusted balance due of $ $1,119.17.  Effective September 18, 2015 a 2004 [redacted] was added to the policy.  Your annual premium was revised from $1,346.50 to $1,828.25 and a prorated charge of $390.70 applied to the policy balance for an adjusted balance due of $1,509.87. We received three EFT payments; $111.92 in October, $156.59 in November and $155.17 in December.  You balance was adjusted to $1,086.19.Effective December 3, 2015, comprehensive and collision coverage was removed from the 2007 [redacted] and 2004 [redacted]. This resulted in an annual premium revision from $1,828.25 to $1,452.25 and a prorated credit of $226.72 applied to the policy. Your balance was adjusted to $859.47. On December 17, 2015, the $155.17 EFT payment from December 1, 2015 was returned unpaid. The policy balance was debited $155.17 for the returned payment and $25 returned payment fee was applied.  Your balance was adjusted to $1,039.64. Our records reflect that on December 2, 2015 a change was completed online through your eService account to stop EFT payments and start Recurring Credit Card (RCC) payments.  With RCC a $4 bill fee applies for each bill issued. We billed your credit card a $306.95 payment ($155.17 past due + $25 returned payment fee + $4 bill fee + $122.78 current month) on January 1, 2016.  However, this payment was declined. As a result, your policy was removed from RCC and placed on monthly direct bill. With this payment method customers will experience an increase in the monthly payment amount. This increase is due fewer billing cycles available prior to the expiration of their policy since we must allow for mailing time.  Instead of six remaining RCC payments there were only four bills ($785.52 divided by four) scheduled for the remainder of the policy term.  The annual premium remained the same.  As a one-time courtesy, the $25 returned payment fees was waived.  The balance was adjusted to $1,018.64.  In addition we received a $155.17 payment on January 11, 2016 and your balance due was adjusted to $863.47.  With the $25 waived fee and $155.17 payment, $180.17 of the $306.95 payment due was satisfied, leaving a balance due of $126.78.Effective February 2, 2016 the 2004 [redacted] was removed and a 2002 [redacted] F-350 was added.  Your annual premium was adjusted from $1,452.25 to $1,564.25 and a $48.83 charge applied to the policy. Your balance was adjusted to $912.30. A $327.16 bill ($126.78 past due from January + $4 bill fee + $196.38 current month) issued to you on February 1, 2016 due February 21, 2016. No payment was received.  Therefore, a cancellation notice issued to you on February 24, 2016 advising that $327.16 was due prior to March 10, 2016 to avoid cancellation.  Since the $327.16 payment was not received, the policy cancelled effective March 10, 2016 for non-payment of premium.  After the cancellation, a $525.38 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $389.15.A $393.15 bill ($389.15 policy balance + $4 bill fee) was issued on March 17, 2016 due April 6, 2016. After the cancellation, three $4 bill fees were credited toward the policy balance and the amount due was adjusted to $381.15.When we did not receive payment, we forwarded the $381.15 balance to a third-party collections vendor, [redacted], on April 26, 2016 which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.I enclosed a billing history detailing all the transactions and confirming the balance due.Regarding your concerns with the billing method change to direct bill, this occurred only after we were unable to process the payment using the credit card account you provided.  With respect to bills issued to an old address, we issued the bills to the address you provided as listed on the Declarations and have no record of a request to change this address.  We have the expectation you would notify us if any changes are necessary.  I forwarded your feedback regarding your September 25, 2015 and February 12, 2016 claims to our claims department and the appropriate management will respond separately.  In the meantime, if you have any questions, please contact our claims department directly at [redacted].Regarding the resolution you requested, while I am truly sorry your experience has been unfavorable, I am unable to remove you from collections until the balance due is satisfied.  As long as the balance owed is resolved with us directly or with [redacted] on our behalf, your credit will not be affected.Mr. [redacted], I hope that I have addressed all of your concerns. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]Enclosure

Dear Ms. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy. I regret you continue to have concerns and I appreciate the opportunity to further respond. As I mentioned on my previous response, the November 13, 2015 claim had...

no impact on your renewal premium increase. You indicated concern that your claim was not covered.  At the policy inception, we issued a new business packet to you on January 21, 2014 which included the policy provisions outlining the coverage afforded under this policy. Liberty Mutual Insurance’s policy contract with our policyholders obligates us to investigate and pay all covered losses under the policy. While we agreed to bind this policy, the provisions, limitations and exclusions of your insurance policy including your policy Declarations, determines whether or not a claim is covered.  Our claims department may be unable to anticipate at the initial reporting of a loss if there will be any payment issued until an investigation is completed. An onsite inspection of your home after the loss was reported determined your damage was not the result of any storm but rather improper installation and lack of flashing where the roof meets the siding. We had previously notified you in writing at the policy inception that faulty design, improper installation and wear and tear is specifically excluded under the policy.  Our decision not to afford coverage for this loss is consistent with what you were previously advised in writing, in accordance with the terms of your policy. Ms. [redacted], I hope I was able to provide the clarity you were looking for.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you. Sincerely, [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations [redacted]

RE:   Homeowner Policy:  [redacted]         Liberty Insurance Corporation/ NAIC:  [redacted] Dear Ms. [redacted],This is in response to your recent additional correspondence to the Revdex.com regarding your homeowner policy. I appreciate this opportunity to confirm our July 29, 2016 telephone conversation that followed my previous response.As we discussed, our position is such that it protects any possible insurable interest in a policy. While in the past you have been able to make changes to policies with your father’s name on them, the complete removal of him from a policy or the cancellation of a policy, requires either he personally authorize it or for you to have a Power of Attorney (POA) for your father.If you are able to obtain a POA for your father, please feel free to forward a copy of it to me and I will be happy to put it on file with his policies so difficulties like this can be avoided in the future.Ms. [redacted], I trust that this matter is closed. However, if you have any other questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Dear Ms. [redacted],
This is in response to your additional concerns as stated to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to you.
You added a 2014 [redacted] to this policy effective February 25, 2014 and GAP coverage was included at this time. GAP coverage extends the damage to your auto (comprehensive and collision) to provide coverage for the difference between the outstanding indebtedness on a loan financing purchase or lease agreement of the new vehicle and the actual cash valued of the vehicle when a total loss occurs.
An updated Declarations page reflecting this change, along with The Auto Loan/Lease Coverage endorsement (PP 03 35 09 93) issued to you on February 24, 2014. The endorsement states that GAP coverage excludes the following:
    • Amount paid under Part D (physical damage),
    • Any overdue loan/lease payments at time of loss,
    • Financial penalties imposed under a lease of excessive use, abnormal wear and tear or high mileage,
    • Security deposit not refunded by lessor,
    • Cost for extended warranties, credit life insurance, health, accident or disability insurance
    • Carry over balance from previous loans or leases
Since the 2014 [redacted] loan balance included an extended warranty, as well as a carryover loan balance, you were advised the balance owed for these balances would not be covered as specifically stated in The Auto Loan/Lease Coverage endorsement issued to you.
You indicated your coverage concern would have been prevented if we had advised you of the GAP coverage exclusions when you added the coverage. However, an explanation of this coverage was provided in writing with your policy documents including a cover letter asking you to review the information and contact us if you have any questions. Our records do not reflect we were contacted with any concerns prior to the date of loss. While we regret that you had an unfavorable claims experience, we are unable to extend coverage beyond what is outlined in your policy provisions.
This policy was cancelled at your request effective January 20, 2015. After cancellation, there is a credit balance of $39.52. A refund will issue to your bank account in approximately 1-2 business days.
Ms. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any unresolved questions or concerns. I will be happy to assist you.
Sincerely,
[redacted]Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I find Liberty Mutual's explanation incredibility stupid.  I understand the delicate balance between assets and liabilities and the company needing to make a profit, yes it's called capitalism.  To state that I will be receiving certain discounts for years to come is laughable when they have raised my rates approximately 20% each year for two years in a row.  Liberty Mutual stated that they had sustained considerable losses in Minnesota and that they needed to recoup their losses.  This again is understandable, what I have a problem with is their decision to soak the policyholders that did not file a claim.  Hey, here's a thought, why not just raise those policyholders policy's that cost Liberty Mutual the most.  Why is it that I am paying for other policyholders misfortunes and for Liberty Mutual's mismanagement and over extension of their ability to make a profit.  I will be sure to tell everyone I meet about my experience I had with Liberty Mutual and all the discounts I received.  I will also tell everyone I meet about the insurance company I found that provided better coverage for half the price.   I can only hope that every other Liberty Mutual policyholder  that is in my position feels the same as I do.]
Regards,
[redacted]